Legal Content Customer Success Manager

Thomson Reuters; Eagan (MN); On-site; USD 93,000 - 173,000; Full time

Job summary

Thomson Reuters Minnesota is hiring a Legal Content Customer Success Manager to guide adoption and value realization across our AI-enabled CoCounsel suite for enterprise clients.

You will lead CSPs and EBRs, drive expansion with strategic accounts, and partner with Sales and Professional Services to deliver measurable outcomes. Travel up to 25% may be required.

Qualifications

• 3+ years of experience in Customer Success portfolios/teams (SaaS preferred).
• Experience with Success metrics and ability to quantify value for enterprise/strategic accounts.
• Strong executive presence, communication, and accountability.
• Experience with Gong and Salesforce (or similar CS/CRM platforms).
• Prior experience in the legal technology sector or with legal professionals is a plus.
• Knowledge of GenAI and AI prompting for legal research, drafting, and analysis.

Responsibilities

• Be a deep product expert on our AI-enabled CoCounsel suite.
• Deliver all aspects of the customer success motion to assigned customers; co-create CSPs and deliver EBRs.
• Demonstrate value, identify risk, and drive renewal and expansion with enterprise accounts.
• Represent Customer Success in cross-functional meetings and events.
• Develop enablement for customers and Thomson Reuters employees.
• Use tools like Gainsight or Salesforce to manage data, pipeline, and forecasting.

Skills

Customer success

Executive presence

Stakeholder management

Communication

Problem solving

Collaboration

Empathy

Learning agility

Education

Bachelor's degree

Master's degree or JD (plus)

Tools

Gong

Salesforce

Job description

Job Description

The Legal Content Customer Success Manager supports customers across our Corporate Legal suite of products, including a foucsed portfolio of enterprise and strategic customers. The ideal candidate is comfortable engaging with executives at our largest customers-setting direction for the team, modeling best-in-class customer and product success practices and rolling up their sleeves to drive outcomes for our customers. You'll be able to deliver measurable customer outcomes through structured Customer Success Plans (CSPs), executive business reviews (EBRs), and proactive customer check-ins. You will focus on adoption, value realization, and expansion in partnership with Sales and Professional Services.

Key Responsibilities

In this opportunity as a Legal Content Customer Success Manager, you will be responsible for:

• Being a deep product expert on ourAI-enabledCoCounselsuite of products.
• Delivering all aspects of the customer success motion to assignedcustomers,in combination with deepCoCounselproductexpertise. Including, but not limited to: co-creating customer success plans,deliveryexecutive business reviews,demonstratevalue, identifying and mitigating risk while retaining and growing the customers relationship with Thomson Reuters.
• Serving a deepproduct expert in event settings, like industry conferences, Thomson Reuters Conferences, Webinars, virtual and in-person engagements.
• Developing enablement for customers in partnership to serve our digital strategy.
• Developing enablement to educate Thomson Reuters employees.
• Building and presenting business plans, report on market and competitor activities, and represent Customer Success in cross-functional meetings to support businessobjectives.
• Effectivelypartnering with all relevant internal and external partners and stakeholders.
• Leveraging technology tools (e.g., Gainsight, Salesforce, Gong) to manage client information, pipeline, and financial forecasts accurately.

Key Outcomes

• Increased customer adoption and time-to-value acrossCoCounselsolutions.
• Identifyand drive expansion across your assigned customer portfolio.
• High-quality, consistent delivery of CSPs, EBRs, and check-ins across the team.
• Clear visibility and action plans for at-risk accounts
• Strong cross-functional collaboration that improves customer experience and advocacy.
• Model best-in-class customer and product success practices through hands-on work with your own accounts and translate those practices into scalable playbooks, processes, and enablement for the broader team.

Required Qualifications

• 3+ years of experience working or managing Customer Success portfolios/teams (SaaS preferred); experience withBusiness, Law, Computer Science,Consulting,Engineering,or a related disciplineis a plus.
• Experienced in delivering positive customer outcomes through value stories and customer references. Must have experience with Success metrics and ability to quantify and share back with the business on enterprise/strategic accounts
• Demonstrated passion through delivering outcomes in a high-performing team.Energized and elevated others; lead with empathy, clarity, and accountability.
• Proventrack recorddriving retention, adoption, and expansion with enterprise or strategic accounts.
• Hands-on experience with Gong, andSalesforce (or similar CS/CRM platforms).
• Prior experience in the legal technology sector or direct experience working with legal professionals, law firms, or corporate legal departments is highly preferred.Understandingoflegal workflows, terminology, andcommon challenges.
• Functional/technical skills inGenAI systems and AI prompting engineering; particularly as they apply to legal research, drafting, and analysis.
• Strong executive presence: excellent communication, stakeholder management, and facilitation skills for EBRs and executive check-ins.
• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving.
• Demonstrate these skills: curiosity, learning agility, proactive, work urgently, strategic thinking, problem solver, collaborative, accountable.
• Live our TR core values: Obsess over customers, compete to win, challenge your thinking, act fast, learn fast, and be stronger together-driving impact through curiosity, speed, and collaboration.
• Bachelor's degreerequired; master's degreeor J.D. isa plus.
• Ability to travel25%.

Preferred Qualifications

• Juris Doctor (JD)
• Masters Degree
• Legal Experience

What's in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan.Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The target total cash compensation range varies across locations.For any eligible US locations, unless otherwise noted, the target total cash compensation range for this role is $93,100 USD - $172,900 USD.Pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay and any target sales incentive are part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.Target total cash compensation ranges are inclusive of both base pay and any target sales incentive.This job posting will close 10/31/2026.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.